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Intermodal Customer Operations Coordinator

4 months ago

Oakbrook Terrace, United States Matson Logistics, Inc Full time

**About Us**

Matson Logistics is a leading provider of multimodal transportation, warehousing, and distribution services throughout North America. Known for our innovative solutions and financial strength and stability, Matson Logistics' people, processes and systems work together to deliver superior performance and value to our customers every day. Click here to learn more about us

**About the Role**

The **Intermodal Customer Operations Coordinator **is the day-to-day contact for customers. Responsible for order acceptance, order tracking and maintenance, accessorial management, and daily solicitation of orders from existing customers.

**What you’ll do**:

- Work with the customer and Matson Sales Representative to effectively onboard new customer business. Document customers’ service requirements and expectations.
- Manage daily load acceptance for customers.
- Receive order requirements and specifications from customers and identify available options and alternatives to achieve desired results.
- Determine methods of shipment, including container requirements, motor carrier/trucking/over-the-road (OTR) vendors, and railroad service providers.
- Develop a knowledge and understanding of customers' products and intermodal transportation requirements.
- Solicit additional loads daily from our existing customers.
- Monitor the movement of freight to ensure timeliness of freight transfers and deliveries.
- Provide regular status reports of shipments in progress to customers as needed or required.
- Identify delays, such as derailments, detours, load shifts, damage, or other complications associated with shipments as they arise and enact contingency plans and/or implement corrective actions as necessary.
- Resolve matters regarding equipment requirements with the load planners that may impact delivery schedules.
- Inform customers of freight delays and loads sustaining overages, shortages, and damage.
- Gather data and conduct preliminary investigations pertaining to loads that sustain overages, shortages, and/or damage to minimize loss and assist in mitigating loss claims. Assist in resolving situations involving distressed loads or other trip complications.
- Review and authorize the payment or nonpayment of accessorial charges, invoice discrepancies, and loss claims.
- Determine which accessorial charges can be billed, invoice the accessorial, and effectively communicate all charges to the customer contacts.
- Assist Matson Sales Representatives with customer communication and strategy.
- Provide timely escalation of issues to management.
- Complete or assist with additional projects as assigned.
- Comply with all company rules, policies, and procedures.
- Work and behave safely by following all safety rules and regulations.
- Perform any task required to support customer requirements and company goals.

**You have these skills**:

- Strong interpersonal and demonstrated verbal and written communication skills, including excellent telephone skills.
- Strong ability to plan, prioritize, and manage multiple tasks.
- Work well with others, including vendors, suppliers, and internal and external customers to achieve common goals.
- Possess a working knowledge of Microsoft Office programs or other comparable computer software programs.
- Consistently demonstrate professional and pleasant behavior and effectively communicate in stressful situations and/or environments.

**And these qualifications**:

- High school diploma or general education degree (GED) required.
- Ability to develop solid working knowledge of intermodal transportation industry.
- Ability to adapt to rapidly changing customer requests and requirements.
- Ability to timely and accurately input and edit transaction data (including accessorial and discrepancies) in the Company's computerized order-entry system.
- Ability to manage seasonally heavy workloads.
- Infrequent travel to customer site.

**Extra credit if you have**:

- One or more years of related experience and/or training preferred.
- Four-year degree from college or university preferred.

At Matson Logistics, we're looking for people to build a unified team to maintain our values of trust, integrity, and reliability. We welcome diverse perspectives and people who think rigorously and thoughtfully challenge assumptions.

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